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Salary: USD 60,000 - 75,000 / annual
Flock Safety is seeking a Billing Support Specialist to serve as the primary bridge between Finance and Customer Care teams. You'll manage end-to-end billing operations cases, resolving invoice discrepancies, cash applications, and account escalations for a rapidly expanding customer base.
Key responsibilities include performing detailed customer reconciliations and dataset analysis in Salesforce and billing systems to clarify contract terms and billing histories. You'll partner cross-functionally with Customer Success, Account Executives, Deal Operations, and Finance to resolve complex, multi-layered account inquiries. You'll educate customers on payment processes, contractual terms, and account self-sufficiency through phone, email, and live chat channels.
You'll also author workflow documentation, process improvements, and Customer Help Center articles to resolve operational bottlenecks and reduce inbound case volume. This role emphasizes high-touch customer resolution and cross-functional problem-solving rather than traditional accounts receivable or collections work. You'll navigate ambiguous edge cases, analyze account data, and autonomously manage your case queue.
Required qualifications include demonstrated experience in customer-facing roles in fast-paced environments, with focus on billing operations, accounts receivable, or technical support. You need strong analytical proficiency with spreadsheet tools including pivot tables, data manipulation, and VLOOKUPs. Practical capability navigating Salesforce, billing platforms, and omnichannel customer communication systems is essential. You should have proven ability to de-escalate complex customer matters and navigate contract terms with clear, professional written and verbal communication. A habit of start-to-finish case ownership with flexibility to balance customer needs alongside operational priorities is critical.
Flock Safety is a 1,700-person company backed by over $1B in funding, building public safety technology that supported over 1 million criminal investigations last year and helped locate more than 10,000 missing people.
